Date Received: 2020-12-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: On XX/XX/XXXX I owed for the prior month XX/XX/XXXX and for the current month XX/XX/XXXX. On XX/XX/XXXX of XXXX I made a mortgage payment for {$1400.00} and on XX/XX/XXXX my XX/XX/XXXX payment posted on the amount of {$1400.00}. The result of these payments in XXXX of XXXX mean that we were current with our payments AS OF XX/XX/XXXX. All year PHH Mortgage has reported in error that our XX/XX/XXXX payment was 30 days late. As we are monitoring credit for improvement we were able to see the mistake and we went through PHH appropriate dispute department. They did an investigation and indeed agreed that the XXXX was ON TIME. They mailed a letter to our home and emailed to me as well in encrypted email the letter stating that the error was corrected on their reporting system and that XXXX, XXXX, XXXX, and XXXX would be informed. Using credit monitoring we are able to see that the information has NOT been updated and we were then told to dispute the negative reporting. We did this and XX/XX/XXXX we received notification that the XXXX day late for XXXX of XXXX was not corrected and that it was in fact verified with PHH. Confused, we contacted PHH and we were connected with an escalation specialist XXXX ( I have her direct contact information ) she asked me if we disclosed documentation with our dispute and I informed her that I had not seen a option to do so, she said that she could see the document from PHH and that it was a matter of time before the correction would be visible to the 3 credit reporting agencies. I then went back into my dispute area with XXXX Credit Reporting app and I was able to upload the documents provided to me by PHH verification that the XX/XX/XXXX payment was NOT XXXX days late and they would correct per their investigation. We were correct. PHH was reporting in ERROR! Today I received the results of the additional dispute and the XXXX day late payment for XXXX of XXXX has AGAIN been verified EVEN THOUGH!!! I spoke with PHH and I HAVE THE DOCUMENTS showing that it SHOULD BE CORRECTED. I will attached the documents from PHH. I would most certainly appreciate this information to be corrected. The late payment is effective our credit worthiness and we have gone the whole year paying that price.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64015
Submitted Via: Web
Date Sent: 2020-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/2020, I requested a forbearance under the Cares Act, but was recently notified by PHH that my request was never received. I sent PHH a notice of error letting them know of this mishap and to request a forbearance again. They replied and said that because my loan is in foreclosure I don't qualify for a Cares Act forbearance. I sent a second notice of error pointing out their mistake and for the third time requesting a forbearance under the Cares Act and pointing them to the FHA rules and the Cares Act that says I am eligible regardless of delinquency status.
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2020-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/2020, I applied via website of PHH for covid 19 RELIEF. I am not making any income and I need assistance. I was not able to pay XXXX, XXXX, XXXX. In XXXX I applied for this help. I did not receive any information EXCEPT that I was placed into FORECLOSURE on XX/XX/2020. I am mortified. I do not know what to do. I do not want to lose my property. Please help me. I need COVID 19 assistance and this foreclosure to be stopped. Please help.
Company Response:
State: IL
Zip: 607XX
Submitted Via: Web
Date Sent: 2020-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: The Complaint is against Ocwen Loan Servicing. Ocwen loan servicing is engaging in mortgage back securities to defraud investors which is a federal crime. Ocwen loan servicing fraudulently created mortgage back securities to defraud investors. Please see attached letter from Ocwen ( Exhibit 1 ) On XX/XX/XXXX see attached notice of ownership change from Ocwen claiming they transferred dated XX/XX/XXXX to XXXX pass-through trust XXXX. The letter states Its for informational purposes only and required by federal law. It also states the transfer of ownership has not yet been publicly record. ( See Exhibit 2 ) On XX/XX/XXXX ( Years after the trust was closed ) Ocwen fraudulently created a corporate assignment of mortgage from XXXX XXXX to XXXX not in its individual capacity but solely as trustee of XXXX pass-through trust XXXX see attached ( exhibit 3. ) Ocwen loan servicing created fraudulent mortgage back securities and sold it in the stock market to investors. The assignment was never recorded under XXXX XXXX as trustee in XXXX land Court bureau of conveyance. The consumer financial protection bureau and Securities and exchange commission should Immediately investigate Ocwen loan servicing for creating fraudulent mortgage back securities and defrauding investors which is a Federal crime. If XXXX XXXX is trustee for the XXXX Passthrough trust XXXX then Ocwen loan servicing needs to produce a recorded assignment in the name of XXXX as trustee on or about the closing date of the pooling and servicing agreement. I am asking the CFPB to immediately look into these fraudulent mortgage back securities that XXXX XXXX, Ocwen, XXXX XXXX XXXX and XXXX are engaging in. Im asking Ocwen loan servicing through CFPB ( Consumer financial protection bureau ) to provide a copy of the recorded assignment showing XXXX as trustee for the XXXX Passthrough trust XXXX as required by the pooling and servicing agreement. We have many unrecorded fraudulent assignments that Ocwen created to produce fraudulent mortgage backed securities with no clear title of the property. Ocwen loan servicing should stop creating unrecorded assignment of mortgages to engage in mortgage backed securities fraud which is a federal crime. I'm asking the CFPB or the proper entity ( Security and exchange commission ) to immediately investigate Ocwen loan servicing in their mortgage back securities fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2020-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to have credit issued to us for escrow overcharges through a modification. This complaint has been filed with you since XXXX to the present in my complaints which provide the documents from us and their responses without any resolution. This complaint was filed with CfPb and ct sate attorney which ocwen settled in XXXX and XXXX which we did not receive any compensation damages since both settlements. An agent from CFPB provided me address to ocwen ombudsman yesterday requesting I call them and ask for my compensated damages. I also sent out to XXXX and ombudsman with the issue.
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2020-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. Recently I tried to ascertain the payoff balance of my mortgage. I requested both the amount needed if I refinanced or just paid off the loan. ( the possibility of sale of property was not included nor needed ). And I requested a copy of what they say my mortgage says. 2. They contacted an appraiser who never came and stated that my mortgage payoff balance would include any growth in value just as if I were selling it. No where on my mortgage does it indicate that. 3. There have been several attempts by myself through the CFPB to resolve the issues with the principal balance and they have still not been resolved. - The company did a review and did show credits reversing many ( but not all ) of the illegal fees I had been assessed during the life of the mortgage. Those fees should go back to approximately XXXX when I paid extra to the principal and it was misapplied and showed me in arears. Also, I tried to work on a payment plan to catch up the payment they said was late and that extra money just disappeared. Where the company did show that it was reversing those charges, the actual credits did not show up anywhere on the account. They did not lower the principal balance nor do they show up crediting any other portion of the account. -There are 4 mentions of Share Waive Adjustments. At the time those started showing the principal balance was listed as XXXX. The only one to actual credit to the account was the XXXX. There is another listing of XXXX right after that but does nothing to the balance. There are three ( 3 ) more listed on XX/XX/XXXX, XX/XX/XXXX of XXXX and XX/XX/XXXX of XXXX that show they are supposed to be credited to the account principal but are not. The information provided to me for tax purposes and on the mortgage are twice the amount of XXXX. 4. When they have made corrections to the account they do not go back and readjust the principal and interest calculations. They are still charging me interest on a higher amount than I owe.
Company Response:
State: KS
Zip: 66048
Submitted Via: Web
Date Sent: 2020-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX assisted with Loan Modification-with PHH Mortgage Services-provided all documentation/on XX/XX/2020 PHH Mortgage Services XXXX XXXX XXXX XXXX sent Decision on the Request for Mortgage Assistance Trial Period Payments {$2300.00} which is UNAFFORDABLE- when XXXX contacted PHH Mortgage Services they USED for income amount $ XXXXmonth oppose to my actual income {$5000.00} amount. PHH Mortgage Services Underwriter DIDNOT act in GOOD FAITH AND USED FALSE INCOME and yet I am now behind 4months of Mortgage payments-since XXXX PHH Mortgage asked me if I wanted Forbearance-I refused and requested Loan Modification. PHH Mortgage asked if any damages to property as if a buyer is set up to take over my property. I believe this question is not a part of the Loan Modification process and want to Report due to possible appearance trying to KEEP PROPERTY UNAFFORDABLE PHH Mortgage sent XXXX XXXX as the holders/interests in my property -- this is my only residential property for my family and I.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90043
Submitted Via: Web
Date Sent: 2020-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Contacted PPH/ XXXX XXXX several times to provided them with the payment information that they states they did not received PPH states that I'm more that five months behind in mortgage payments. When they provided me the mortgages payment that were missing I provided them a copy of the cancel check from the XXXX XXXX XXXX XXXX it provided documentation showing that the payment from XX/XX/2020, XX/XX/2020 XXXX, XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020 had cleared the bank and was posted to PPH account .I faxed then a copies of the return checks, and when I call to confirm I just get the runaround and they refused to provide credit for those payment that they stated were missing. PHHXXXX XXXX XXXX refuse to provide me a copy of my new escrow account when I made the request. PPH is not providing me with information regarding who holds the title to my home. I was approve forbearing, yet I have not been provided with any information regarding this process and how it work. When I contact the company I an mot given truthful information nor is any of my request being process. The company will not given information as to the name of the company is it PPH or XXXX XXXX. This company is very deceptive and does not take the XXXX American serious and we are being treated different form the non XXXX. I have tried to work with this company for months as of today I have not gotten any of my concerns addressed. The plan for the is comply would be to force its XXXX client into forecloses and take their homes. No, real information is available on line in your account, their is no way of gaining information on this account through the internet. Please assistant provide answers to my concerns that are not being addressed by the mortgage servicing company
Company Response:
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX, my father, before he died struggled financially ... he obtained a bad loan modification of which I inherited with PHH. PHH denied my application because I've kept the account current The rate is 4.75 which is too high..most of my monthly payment goes toward interest
Company Response:
State: WA
Zip: 98031
Submitted Via: Web
Date Sent: 2020-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Complaint against PHH Mortgage : Failure to perform due diligence ; negligent in addressing urgent correction of their records and lien release ; and several promises of return contact, which were never actually returned : Mortgage was attained in XX/XX/XXXX and paid in full on XX/XX/XXXX ( 20 years prior ). Now selling the property and Title Report on XX/XX/XXXX revealed the mortgage lien had never been release / reconveyed. 9 phone calls, 2 faxes and 3 emails since discovery of the failure of PHH to record the loan payoff and reconvey / remove the lien. Here is summary of my attempts, with no progress attempting to get PHH to complete the lien release : PHH Mortgage CASE # : XXXX. ( Which they finally gave me on XX/XX/XXXX- on my 4th call to their escalation management division ). Call to XXXX XX/XX/XXXX as loan originally arranged through XXXX. They no longer work with PHH - need to call PHH directly. XX/XX/XXXX : PHH XXXX, employee ID of XXXX. Told me that I would have to send by mail or fax to Lien Release Dept. No email option. Fax would not transmit # XXXX. PHH XXXX with employee ID XXXX. Confirmed that nothing she could do - need send request to Research Department and gave me same fax #. Finally was able to get fax to transmit ( have success pages. Told give 10 days and if no response could call escalation department. Told them at this time that time was of essence - closing mid XXXX and the lien not being reconvened was just discovered by Title Co search. I asked several times to speak to manager as did not have 10 days to wait on response. They refused to elevate the issue to someone with capacity to help resolve it. Faxed, with confirmed successful send on XX/XX/XXXX at XXXX MST ; Never received any response. Attempted to have customer service check if fax received - would not connect me with their research department. Told me I just had to wait. XX/XX/XXXX attempted another Fax to same # with the Urgency all over the title. Again would not transmit. XX/XX/XXXX. XXXX ( CO ) initiated XXXX calls : XXXX. ID XXXX eventually agreed to transfer me to the escalation managers : XXXX XXXX, escalation manager. Told me to resend everything I had ( the original Deed, Note, etc.. that I had already sent by fax ) to him by email to their department, attention to him & that would reply in nor more than 2 days -- XXXX. Sent at XXXX MST as directed. No response. XXXX : Sent email to above XXXX again at XXXX MST. No response that even received. So telephoned again : XXXX - eventually again transferred to " escalation department '' ; XXXX. XXXX after explaining again cant assist with NV property. So transferred to XXXX. XXXX she assured me she would confirm receipt of the additional items she now also wanted sent ( was not told before to send Title report with all my documents supporting the loan had been paid in full ). Sent as instructed to XXXX ; Did get auto-generated ( canned ) email reply that my email was received. She had promised a call back reassuring me she received the materials. No call back. XXXX : XXXX Called via the customer service line again XXXX cant be reached. Now XXXX, XXXX in the " escalation management '' department on the phone. States she discussed with XXXX and XXXX would give me call back after out of her meeting. Never called. [ Discussed with title company at this point what my options are given PHH Mortgage refusal to process the lien release in time to meet the sale closing requested advice on possible attorney and if they would just withhold funds. & We Will be contacting an attorney on Monday. So called again XX/XX/XXXX ; XXXX - XXXX ; again through their general " customer service '' line as they provide no way to reach escalation managers directly. Nor can one speak with the manager they spoke with on prior call. So again transferred to SOMEONE ELSE in the escalation management department. " XXXX '' employee ID XXXX - I will help, we will make this priority " oh, actually not authorized to deal with property in NV '' .. then XXXX , employee ID XXXX and got hung up on. Then XXXX, with employe ID of XXXX, who finally provided ( maybe? ) Direct line to reach him and the Case # But says will take 5 days. We no longer have 5 days, because everyone else had not responded / called back, etc. So he promises a call back Mon afternoon but would not promise the lien Release done in time for sale closing. [ If they had just started this process when I 1st called on XX/XX/XXXX, rather than block my efforts to speak to escalation management, given the short time available, and if they had not refused at that time to transfer to a manager, there would have had plenty of time to complete this lien release. Instead, all they have done for 15 days is delay tactics and fail to accomplish anything. ], and now will miss our sale closing, and we will likely lose the sale.
Company Response:
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2020-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A